Senior Solutions Engineer, Voci

Location : Remote, United States | Team: Voci

Role Type: Full-Time Employee (Individual)

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.  

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. 

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

Voci, a Medallia solution, is looking for a problem solver to help our customers achieve success using speech recognition. You’ll get to work with some of the most forward-thinking organizations using voice data to build new products, improve employee performance, and understand their customers. You will be working with both technical and business stakeholders to ensure successful deployments of Voci and will be fostering a long lasting relationship that grows over time.

Voci enables enterprises to extract actionable intelligence from voice data. Voci’s GPU-accelerated speech recognition engine runs orders of magnitude faster and with greater accuracy than alternatives, enabling both real-time and batch transcription of 100% of companies’ voice data. Voci works with partners and clients to deliver domain- and data-specific speech intelligence solutions that meet their business requirements for customer experience, call center operations, compliance, surveys, and transcription applications such as voicemail. Voci offers a dynamic, high energy environment to work with world experts on cutting edge technology designed to improve the customer experience. 

Responsibilities

  • Serve as the lead technical sales product contact for existing strategic accounts and prospects throughout the sales process.
  • Be a trusted advisor to customers by deeply understanding their business and aligning their needs with our solutions. 
  • Manage customer success plans to ensure successful POC.
  • Solve customer problems or bringing in appropriate resources to resolve any issues. 
  • Be your customer’s advocate by providing customer insights to cross-functional teams at Voci. 
  • Track and monitor account health, identify areas of concern and pursue growth and up-sell opportunities.
  • Maintain a cadence of communication with each customer. 
  • Lead regular business reviews to ensure usage and customers are realizing value and ROI.
  • Closely track customer engagement to identify barriers to customer success, mitigate risks, and manage action plans as needed. 
  • Collaborate closely with Sales to support pilots, renewals, and expansion. 

Minimum Requirements

  • Bachelors degree in Computer Science, Computer Engineering, Electrical Engineering or equivalent field
  • Minimum 1 year of experience in a sales engineering or customer support role
  • 3+ years of experience working with APIs and supporting a technical product 
  • Exceptional communication skills internally and externally
  • Strong analytical skills with the ability to translate complex data into insights
  • Enjoys working closely with customers to ensure satisfaction and strive to achieve long-term relationships 
  • Operational level: Linux (CentOS, RHEL), Shell Scripting (BASH primarily) 
  • Experience with software engineering processes and tools (e.g. SCRUM, GIT) beneficial
  • Knowledge of Microsoft Office, Microsoft Project or equivalent, Google Apps

Preferred Requirements

  • Knowledge of speech and/or data analytics, Voice Over IP (VOIP), and license management
At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity is afforded to all qualified applicants and employees. We do not discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. 

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. 

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